Role overview

Qualifications

5+ years in implementation, onboarding, professional services, or project management
2+ years managing people
Demonstrated ability to manage a high volume of concurrent projects/accounts with strong attention to detail and follow-through
Bachelor's degree or equivalent practical experience

Responsibilities

Track and manage activity across 500+ concurrent customer implementations
Set clear expectations with customers and internal teams, and proactively communicate status
Report portfolio health, risk, and progress upward to leadership
Lead and coach a team of Implementation Managers

Key facts

Remote from: United States
Full time
Senior (5-10 years)
English

Hard skills

Project Management Customer Experience Improvement Activity Manager Program Implementation Process Improvement Stakeholder Communications Software As A Service (SaaS) Salesforce Wrike Zendesk

Other skills

Team Leadership
Detail Oriented
Troubleshooting (Problem Solving)

About the company

Vetstoria

Computer Software / SaaS

Built by veterinarians, for veterinarians. Vetstoria facilitates veterinary practices' digital transformation to become more robust and adaptable with tools such as real-time online booking, high-end veterinary telemedicine, online payment and more. Integrated with over 30 practice management systems globally, Vetstoria caters to the full VCPR ecosystem, benefiting both veterinarians and pet-owners by offering automated processes, front-desk workflow optimizations and analytics which help practices realise their full growth potential. Founded in 2015, Vetstoria now serves over 5000 practices worldwide with offices in EMEA, North America, and Asia-Pacific. Leave a review of our services: http://bit.ly/VetReview

Company details

IndustryComputer Software / SaaS

Company size51 - 200

Links

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Job description

About the Role:

Onboarding is the highest-leverage moment in a customer's lifecycle — it's when they either get real value fast and stick around, or stall out before they ever see ROI.

The Sr. Manager, Implementations exists to own that moment through rigor: a relentless focus on the details, the task list, and the timeline that keep dozens of concurrent implementations moving without anything slipping through the cracks. This is a player-coach role, leading a team of Implementation Managers while personally modeling the activity management, proactive communication, and customer-first instincts the team is held to.

The role sits at the center of the post-sale journey, partnering closely with Sales, Product, Customer Success, and Support, and keeping leadership informed on portfolio health before problems become surprises. It's also the senior escalation point when implementations get complex or customers get unhappy.

This is not a role for someone who needs deep product expertise on day one — it's a role for someone who is obsessed with the customer experience and treats project tracking, detail, and follow-through as a craft.

Apply if you're excited to:

Track and manage activity across 500+ concurrent customer implementations, catching risks before they surface as problems

Set clear expectations with customers and internal teams, and proactively communicate status without being asked

Report portfolio health, risk, and progress upward to leadership in a clear, digestible format

Lead and coach a team of Implementation Managers, holding the team to the same standard of rigor and follow-through

Step in as the senior point of contact on at-risk or unhappy-customer situations, resolving issues directly

Build and refine playbooks and workflows that raise consistency and quality across a growing team

Partner across Sales, Product, Customer Success, and Support to align expectations and close feedback loops

Travel ~10% for kickoffs, customer events, and industry conferences

About you:

5+ years in implementation, onboarding, professional services, or project management

2+ years managing people

Demonstrated ability to manage a high volume of concurrent projects/accounts with strong attention to detail and follow-through

Experience proactively communicating status and setting expectations with customers and internal stakeholders

Experience leading customer-facing teams and delivering projects on time and on scope

Experience building or improving processes that scale

Bachelor's degree or equivalent practical experience

Preferred Qualifications:

Experience in a B2B SaaS or technology environment

Proficiency with CX Tech stack (e.g., Salesforce, Wrike, Zendesk, ChurnZero)

Experience working with enterprise customers and complex, multi-stakeholder rollouts

Love of animals, pets and experience in a veterinary practice

Benefits & Perks:

Benefits & Perks:

Medical coverage for employees and dependents (80-90% covered by employer)

Employer HSA contribution with HDHP

401(k) match up to 3.5%

Dependent Care Flexible Spending Account (FSA)

Dental & Vision coverage available

Basic Life and AD&D Insurance

Short and Long Term Disability

Flexible Time Off & 12 Paid Annual Holidays

Paid Parental Leave

Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance

$250 Annual Stipend for Learning and Development

PetDesk combines the industry's most user-friendly client engagement tools with the highest-rated pet parent app to simplify your veterinary clinic’s operations while strengthening client relationships.

Our recruiting process is rooted in “Who: The A Method of Hiring” and consists of an average 2-week hiring timeline. This standardized interview process allows candidates to answer the same questions, experience the same process, and ensure a fair performance review from multiple perspectives.

Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.